Download PDF

Summary

Results-Oriented, Motivational, Hands-on leader that helps distribution organizations drive sustainable growth, transformational change while delivering a great customer experience

Work experience

Hisco
20172020

Vice President Customer Experience

Transformed the Hisco Customer Experience and enabled the company to refine its channels and focus on the most influential customers while preserving excellence with non-strategic customers. Increased sales 13% and productivity by 18% over 3 years.

Created Hisco’s Inside Sales Team that outperformed their outside counterparts by 12%.

HD Supply Power Solutions
20112015

Sr. Manager Distribution Center/district Sales /operations Manager

Designed and implemented the HD Supply Distribution Center strategy that provided 22 standalone facilities for next day replenishment in Florida lowering the cost to serve by 7% and improving the margin by 15%

Integrated 2 different business units into one operational team focused on delivering an excellent customer experience.

W.W. GRAINGER
20022011

Director, Call Center Operations

  • Integrated Grainger’s call center operations improving efficiency by 15% and service levels by 8%.
  • Improved Grainger’s employee engagement scores from 71% to 91% by implementing and continuously improving a comprehensive leadership communication program.
  • Led the development of a Grainger’s customer-centric culture in Grainger’s call center operations by developing and implementing a comprehensive education and communication program that grew customer satisfaction scores from 74 to 80%.

Education

Indiana Institute of Technology
09/200305/2006

M.B.A

Loras College
09/198605/1991

B.A

Skills

P&L Management | Multi-Site Operations | Change Management | Performance Management

E-commerce Support| Continuous Improvement of Operational Processes / Standards

Leadership Development | Problem Solving| Cross-Functional Team Leadership